Team Lead Development

TIH is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes short-term insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. We’re pioneers with a hunger for best, bringing customer-focused innovation and service excellence to the financial services industry.

Job Description

Quality Assurance Expected Behaviour:

1. Work completed is incorrect according to spec
2. Work completed but errors found after Dev testing
3. Changes done to systems according to business rules and business requirements as well as all SOP’s, no errors in standards or errors found after Dev testing
4. Everything in 3, plus 0 defects from work completed after implementation.
5. 4 and more, managers discretion

Coaching Expected Behaviour:

1. No Coaching / Mentoring of others
2. Coaching / Mentoring but not making it easy to understand
3. Coaching / Mentoring others that makes it easy to understand
4. Coaching / Mentoring others that displays a visible improvement on their work
5. 4 and more, managers discretion

Telesure Values Expected Behaviour:

1. Making it easy to connect, by listening to the customer's needs so that you understand exactly what they require, and then demonstrating appropriate empathy.
2. Listens attentively (does not interrupt) to understand emotional state and needs
3. Asks clarifying questions to ensure the needs are clearly understood
4. Calmly accepts constructive feedback (remains calm and engaged)
5. Considers others and shows interest in the individual
6. Has the company's best interests at heart, and shows appreciation for other's roles in our business

Telesure Values Understand Expected Behaviour:

1. Making it easy for people to understand, by explaining the information clearly, concisely and appropriately.
2. Explaining the why and the what.
3. Explained requirements, processes, concepts and / or services clearly and in logical steps
4. Shares the reasons behind information needed, processes, concepts and / or services
5. Requests upfront all information necessary in order to solve the need / problem
6. Displays a feeling of confidence in his / her ability to assist

Telesure Values - Kept Informed Expected Behaviour:

1. Making it easy for people to understand the steps in the process and to get updated on the progress in a way that is convenient and appropriate to the person.
2. Explaining the how so the person never feels unsure or out of the loop.
3. Explains the steps in the process clearly – what will happen, what must be done / expected
4. Agrees a time and method of feedback that is convenient
5. Can be relied on to get back with relevant information / feedback
6. Proactively provides information so as to avoid unnecessary comebacks or errors
7. Explains why no help could be provided, but offers assistance in finding who the right person is and how to get hold of them

Telesure Values - Consider It Done Expected Behaviour:

1. Making it easy by having a can do attitude and taking ownership to ensure we make things happen.
2. Making it easy to trust that you will do the right thing in the best way possible.
3. Honours commitments
4. Meets important goals and deadlines
5. Takes responsibility for mistakes and corrects them
6. Has a "can-do" attitude
7. Takes ownership to ensure things happen

Finding A Better Way and Problem Solving Expected Behaviour:

1. No ideas
2. Ideas, but nothing implemented
3. Implemented
4. Implemented with major impact
5. Implemented with major impact and financial benefit - reaching a level of coaching in innovation

Note - innovation is not limited to new ideas but also involve improving current process to be more efficient, run faster etc.

Deadlines Expected Behaviour:

1. No deadlines met
2. Less than 100% of deadlines met
3. 100% deadlines met
4. Completing work before the deadline
5. Completing all work set before the deadline and getting future work in faster because of that

System and Technical Knowledge Expected Behaviour:

1. Cannot complete daily tasks / logs without continuous support
2. Completes work with minimal assistance from others
3. Can complete all Logs / BAU / Projects without any input from others within the team
4. 3 and also drives to share your knowledge with others and documenting that knowledge
5. Managers Discretion